Ryanair announces changes to improve customers’ online experience

Budget airline Ryanair has announced a number of changes to improve its customers’ online experience, such as removing the ‘recaptcha’ security code from the Ryanair.com website for individual bookings from 1 November.

Also from next week, customers who book directly on the Ryanair website will be given a 24-hour grace period from the time of their original booking to “correct any minor errors”, such as spelling, names or routings.

The changes, being introduced over the next six months to March 2014, are based on an extensive customer feedback programme that the airline ran through its ‘Tell MOL’ (CEO Michael O’Leary) web page.

Meanwhile, customers who check in online will face a reduced penalty at the airport if they forget to print out a boarding card. From 1 December, Ryanair’s boarding card reissue fee will fall from €70/£70 to €15/£15. However, those who fail to check in online will still have to pay €70/£70.

Ryanair will also be halving its standard airport bag fees for excess baggage at the bag drop desk, from €60/£60 to €30/£30, and from €60/£60 to €50/£50 at the boarding gate “bringing them into line with competitor airline standard airport bag fees”, it said.

Other baggage changes includes an allowance for passengers to bring a second, small carry-on bag - a small ladies handbag or small airport shopping bag no bigger than 35 x 20 x 20cms - from 1 December.

Furthermore, the airline will operate ‘quiet flights’ before 8am and after 9pm, from 1 November, where only safety announcements will be made on board, and lights will be dimmed.

“We hope that our passengers will enjoy these service improvements, while still enjoying Ryanair’s low fares and on-time flights,” said CEO Michael O’Leary.

Copyright © 2013 IDG Communications, Inc.

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